Originally Posted by
smcbride11
I've always had polite folks, but the new IVR does appear to misroute me a good portion of the time. I don't know if it has trouble with the old US East alphanumeric DM #s or what, but as a CP I routinely get routed to the standard non-preferred desk. Every now and then I'll hear "Preferred Desk, this is x", but only once have I properly reached the CP desk. This out of a sample of about 15 this year.
I know 15 is still a small sample, but I'd say it's night enough to ask the question OP poses. Luckily I usually have simple questions, but when I need a rule bent the IVR never seem to get me to the folks who may be able to help out.
RE: IVR
I happen to know which system they picked and US did NOT go cheap. In fact the opposite occurred. Knowing folks who work for Nuance personally their system is the absolute best there is which also makes it a bit complex to set up initially. I suspect you'll see routing "bugs" for quite some time. Report them! You'll be doing yourself and US a favor